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Create a Salesforce Case or Lead from Care

After you mapped Care and Salesforce fields (see Map Your Care and Salesforce Fields), you can create a Salesforce case or lead directly from the Care module.

When you create a case or lead from Care, it uses the mapping to create its copy in Salesforce.

Create a Salesforce case from a Care case

To be able to escalate a Care case to Salesforce, ensure that the Care customer’s identity has its counterpart in Salesforce (see Link Care and Salesforce Contacts). You cannot escalate a Care case to Salesforce if the Care customer is not linked to a Salesforce contact.

You can create only one Salesforce case from the same Care case.

You cannot create a Salesforce case from a Care case if the last message that the customer posted in the Care case was added 90 or more days ago.

Steps:

  1. Click the Care case that you want to escalate to Salesforce.

  2. On the case property panel, click the Salesforce tab.

    Salesforce_tab_case.png

  3. Click Create case.
    The panel for escalating from Care to Salesforce opens.
    (warning) The customer of the Care case must have a linked Salesforce contact. If it does not, you cannot create a Salesforce case, and you must first link a Salesforce contact to the Care customer (see Link Care and Salesforce Contacts).

    Create_case.png

  4. Select the Salesforce account to create a case in, and select the record type.

  5. Fill in the case details, then click Create Salesforce case.

    A case in Salesforce is created.
    The confirmation dialog pops up providing the Salesforce case number.

Create a Salesforce lead from a Care case

You can create only one Salesforce lead from the same Care case. However, if a Care case already has a connected lead, you can unlink it from the case and create a new lead (see further in this article).

Steps:

  1. Click the Care case that you want to create a Salesforce lead from.

  2. On the case property panel, click the Salesforce tab.

    Salesforce_tab_lead.png

  3. Click Create lead.
    The panel for creating a Salesforce lead opens.
    (info) If you cannot see Create lead on the Salesforce tab, scroll down to the bottom of the tab.

    Create_SF_lead_no_contact.png
    Create_SF_lead_contact.png

  4. Select the Salesforce account to create a lead in, and select the record type.

  5. Fill in the lead details, then click Create Salesforce lead.

    Fill_in_lead_details.png

    A lead in Salesforce is created.
    The dialog pops up confirming a lead in Salesforce has been created.

Unlink a Salesforce lead from a Care case

You can create only one Salesforce lead from the same Care case. However, if a Care case already has a connected lead, you can unlink it from the case and create a new lead for this case.

Steps:

  1. Click the Care case that you want to unlink a Salesforce lead from.

  2. On the case property panel, click the Salesforce tab.

    Salesforce_tab_lead.png

  3. Under the Lead section, click the unlink icon next to the lead name.
    (info) If you cannot see the Lead section on the Salesforce tab, scroll down to the bottom of the tab.

    Unlink_lead.png
    Unlink_lead_scroll_down.png

    The Salesforce contact is unlinked from the Care customer in the case.

View the ID of a Salesforce case or lead

To view the ID of the Salesforce case and/or the lead created from a Care case, click the Care case, and then click the Salesforce tab on the case property panel.

Case_lead_ID.png

Synchronize the case status in Care and Salesforce

By default, actions made in a Salesforce case are not propagated to the related case in Care, and changes made in a Care case are not propagated to the related Salesforce case. For example, closing a Salesforce case requires the Salesforce agent to then also mark the related case as closed in the Care module embedded in Salesforce.

You can configure Care to synchronize the case statuses with Salesforce in the following ways:

  • One-directional
    Update the status of a Salesforce case whenever a message is added to the related Care case.

  • Bi-directional
    Update the status of a Salesforce case whenever the status of the related Care case changes, and vice versa.

Update the status of a Salesforce case upon a message arriving to the Care case

Configure Care to update the status of a Salesforce case whenever a message is added to the related Care case (manually or via automation).

Steps:

  1. Go to Settings -> Integrations & API -> Salesforce.

  2. Select the Salesforce account.
    The Overview tab opens.

  3. In the Case status sync with Salesforce section, select One direction sync.
    The field for selecting the case status in Salesforce appears.

    Case_status_message.png

  4. In the field, select the case status to which the Salesforce case will be updated when an incoming message is added to the Care case.
    The one-directional synchronization between Care and Salesforce is set up.

Update the status of a Salesforce case when the Care case status changes (and vice versa)

Configure Care to update the status of a Salesforce case when the status of the related Care case changes, and vice versa.

Steps:

  1. Go to Settings -> Integrations & API -> Salesforce.

  2. Select the Salesforce account.
    The Overview tab opens.

  3. In the Case status sync with Salesforce section, select Bi-direction sync.
    The button for mapping case statuses in Salesforce and Emplifi appears.

    Case_status_bi_directional.png

  4. Click Map statuses.
    You are redirected to the Mapping with Care tab.
    The list of the record types that are available in your Salesforce account is displayed.

  5. Click the record type for the Case object.
    The mapping editor appears.

  6. Map the Status field in Salesforce to the Case status field in Care, and then map individual statuses of Salesforce cases to individual statuses of Care cases.

    Salesforce_Care_status_mapped.png

  7. Once done, click Save.
    The Care and Salesforce case statuses are mapped. The bi-directional synchronization between Care and Salesforce is set up.

Propagate messages from a case in Care to the related case in Salesforce

You can configure Care and Salesforce to propagate incoming and outgoing messages from a case in Care to the related case in Salesforce.

When you create a case in Salesforce from Care, the last 100 messages will be fetched from the Care case and loaded to the Salesforce case. Any new message that a Care agent posts to the case in Care and any message that the customer sends to this case will automatically appear in the related Salesforce case.

In Salesforce:

The steps described in this section require advanced knowledge of the Salesforce setup options. If you are not confident enough, we recommend that you involve the help of your Salesforce implementation/Support team.

This section describes the steps you need to perform in a third-party product. The process and changes in the user interface in third-party products are subject to changes beyond our control, and Emplifi therefore accepts no liability associated with them.

In your Object Manager, create a new custom object of the SocialPost type. This object will be used to store all the messages in Salesforce case conversations and Care cases.

We suggest that your name the object so that it clearly identifies your Care integration or at least the object type, for example, “Care Social Post” or “Social Post”.

Set up the properties of the object according to your Salesforce best practices. The new object will appear in your Emplifi account, under the connected Salesforce account in Settings.

In Emplifi:

  1. Go to Settings -> Integrations & API -> Salesforce.

  2. Select the Salesforce account.
    The Overview tab opens.

  3. Set up the message storage parameters:

    Care_case_messages.png

    1. For the Storage object for messages parameter, select the object of the SocialPost type that you have earlier created in Salesforce.

    2. For the Mappable record type parameter, select the corresponding record type.

  4. Click the Mapping with Care tab.
    The list of the record types that are available in your Salesforce account appears.

  5. Click the record type that is listed for the object of the SocialPost type.
    The mapping editor appears.

  6. Map Care fields to the Salesforce fields.

  7. Once done, click Save.
    The Care and Salesforce fields are mapped. Message synchronization is enabled.

From now on, when you create a case in Salesforce from Care, the last 100 messages will be fetched from the Care case and loaded to the Salesforce case. Any new message that a Care agent posts to the case in Care and any message that the customer sends to this case will automatically appear in the related Salesforce case.

Community, Care, and Salesforce

If you are using Community without the Care module, you create your Salesforce cases as described in Create a Salesforce Case or Lead from Community. Implementation of an iframe in Salesforce as described in Set up Care iFrame in Salesforce is not available.

Community and Salesforce integration remains unidirectional. Once you create a Salesforce case, you should only interact with it in Salesforce.

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